Customer Service Supervisor

AbbVie • North Chicago, NJ

1d

About The Position

The Customer Service Supervisor is responsible for overseeing a team of 3–12 direct reports and managing daily domestic customer service operations. This role provides leadership and support to ensure compliance with regulatory requirements, Environment, Health & Safety (EHS) standards, training, team performance, and operational objectives. Supervisory responsibilities include leading two key pillars of Account Maintenance and Support Services, including Order & Inventory Management, contract manufacturing, leading the New Product Introduction process, and Fiori (SAP) continuous improvement initiatives. The supervisor will lead team performance and oversee processes for customer inquiries, order processing, account maintenance requests, pricing discrepancies, product returns, EDI, logistics planning, customer communications, KANA triage and response, Fiori/SAP Order-to-Cash, and credit/debit approvals, ensuring efficient and high-quality service delivery.

Requirements

• Bachelor's degree, preferably in business, training, or related field required.
• Minimum of 5-8 years’ customer service-related experience.
• Minimum of 5 years' experience Customer Service leadership or equivalent required.
• Knowledge of current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application.
• Proficient in relevant software, Advanced Microsoft Office (Excel/pivot, Word), ERP/SAP, SharePoint, customer feedback system.
• Ability to lead internal and external meetings, develop/plan strategy of presentation contents.
• Delegate customer service activities to ensure business objectives are achieved to stated timeline.
• Strategic thinking/problem solving, lead multiple projects, identify risk/gaps, and track action items to meet timelines to drive customer service deliverables.

Responsibilities

• Execute employee performance reviews, talent assessments, goal strategy planning and measurement.
• Provide management with employee performance results, performance improvement plan, coaching and development career path opportunities.
• Execute Fill a Job and partner with Talent Acquisition through the hire process, review resumes, interviews, and recommendation for candidate selection.
• Initiate employee cross training programs to ensure quality service.
• Provide oversight of customer service business reporting processes (Product Availability) and systems including Work Force Management, Fiori, SAC, Data Steward Planform (DSP), and Ideawake.
• Present Continuous Improvement -CIR to business review boards including Agile methodology, as author/contributor to CIR prioritization, develop return on investment statements and support project life cycle.
• Drive objectives include defining scope of business, test requirements for User Acceptance testing through HyperCare phase.
• Oversee process of orders from initial receipt to delivery. This includes various order types: EDI, fax, email, phone, for RX, OTC, and control drugs, serialized products, customer orders, control drug order monitoring, stock transfer orders, CMAF product billing, export, TOPA orders, and contract manufacturing aligned to Supply Agreement.
• Service and partnership to, Executive’s & OTC Leadership, OCM, AbbVie vendor’s, cross functional stakeholders, customers, and sales force.
• Strategy planning and scheduling for department reports to evaluate/measure Key Performance Indicators (KPIs).
• Evaluate Key Performance Indicators results to achieve business objectives and process improvements opportunities.
• Drive deliverables for AbbVie project initiatives, discontinued products, and new product launch activities.
• Drive Compliance: Adhere to core behaviors and demonstrates: All for One AbbVie, Decide Smart and Smart, Agile and Accountable, Clear and Courageous, Make Possibilities Real
• Complete/apply all quality, regulatory safety, and compliance training.
• Oversee audit documentation requirements for internal Quality, Legal, external regulatory agencies and/or customer.

Benefits

• paid time off (vacation, holidays, sick)
• medical/dental/vision insurance
• 401(k)
• short-term incentive programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager